Information Technology Application Support Manager (DPS #10117443)

New Mexico Department of Justice; Santa Fe (NM); On-site; USD 90,000 - 130,000; Full time

Job summary

New Mexico Department of Public Safety (DPS) IT Division seeks an Information Technology Application Support Manager to lead the Application Support Section. You will supervise a 5-person team delivering support for RMS, CAD, TraCS, and CJIS-enabled systems statewide.

The role requires a strong customer-service mindset, leadership, and accountability for 24/7 operations. Employment includes on-site work and collaboration with law enforcement agencies across New Mexico.

Qualifications

• :Bachelor's degree in CS, MIS, IT, or engineering required.
• :At least 4 years of experience in systems administration.
• :Background check and fingerprinting required prior to employment.
• :Valid driver's license and Defensive Driving Certificate within six months of hire.

Responsibilities

• Oversee recruitment and development of staff under the Manager.

Skills

Supervisory experience

Leadership

Customer service

Communication skills

Problem solving

Education

Bachelor's degree in Computer Science / MIS / IT / Engineering

Tools

Oracle

SQL

MS databases

Job description

Job Title Information Technology Application Support Manager (DPS #10117443)

For more Job Requirements & Classification Description:

The New Mexico Department of Public Safety (DPS) is looking for a proven and personable manager for the IT Application Support Team. The Application Development and Support Bureau (ADSB) is a key strategic bureau within DPS's Information Technology Division ((ITD). DPS houses the New Mexico State Police (NMSP) and provides many services to the entire law enforcement community throughout New Mexico. DPS is the FBI designated Criminal Justice Information Services (CJIS) Systems Agency (CSA) for the State of New Mexico. As such, DPS is the exclusive entity in New Mexico that provides access to CJIS for all federal, state, local and tribal law enforcement agencies. The ADSB plays an integral part in supporting and sustaining the applications of DPS to keep up with rapidly growing law enforcement technological advancements.

The DPS ITD provides a portfolio of services to the entire law enforcement community in New Mexico in addition to being the key technology partner of NMSP and the other statewide law enforcement support divisions of DPS. The ITD Leadership Team is committed to helping everyone on our team grow professionally and personally through training, mentorship, and challenging work assignments.

DPS has one of the most complex networks in the State of New Mexico consisting of over 50 physical offices including the DPS headquarters, the NM Law Enforcement Academy, three forensic labs, three 911 communications / dispatch centers, 12 NMSP district offices, and a significant number of permanent and transitory sub-stations in key locations throughout the state including the Governor's Mansion. In addition to these physical locations, the network consists of 650 NMSP patrol units, the NMSP helicopter and several mobile command centers. The network is accessed 24 hours per day, 7 days per week with no tolerance for downtime by DPS civilian staff, NMSP, and all federal, state, local and tribal law enforcement agencies (LEAs) to receive mission-critical CJIS and to access many other systems. These systems are essential to law enforcement statewide.

DPS ITD provides the time, resources and encouragement for its staff to participate in ongoing training and mentorship. We are looking for employees who want to grow their skills, develop as individuals, be reliable teammates and enjoy challenging work assignments. The significant number of our employees who have been promoted into higher positions is evidence of our success. ITD enjoys a close working relationship with the NMSP, law enforcement agencies across New Mexico and our federal partners such as the FBI and the Cybersecurity and Infrastructure Security Agency (CISA). ITD and its employees are valued by the leadership of DPS as an essential part of the public safety services in New Mexico. If you become a member of the DPS ITD family, you will quickly become integrated into the law enforcement community statewide.

ADSB is responsible for developing and supporting in-house applications, vendor-hosted applications, and third-party system data integrations for DPS, NMSP, and the entire statewide law enforcement community. Many of the applications are highly specialized for law enforcement and are installed in the various environments describe earlier.

Over the years, the number and complexity of the systems and applications supported by DPS ITD have grown significantly. As law enforcement has grown more and more reliant on technology, the need to keep these systems and applications operational 24/7/365 has grown as well. Multiple agencies across the state use mission-critical systems managed by DPS ITD to dispatch and track officers, write citations and crash reports, and look up the status of people and vehicles. DPS is currently implementing several new systems and application that will further increase the work supported by the ADSB.

Why does the job exist?

The Applications Support Manager is responsible for leading the team that delivers outstanding customer engagement and support services for in-house and vendor applications utilized by DPS and the law enforcement community.

The Application Support team consists of 5 FTE positions, including this manager position. This position will supervise this team that supports a portfolio of applications including the Record Management System (RMS), Computer Aided Dispatch (CAD) system, the Traffic and Criminal Software (TraCS) program and an ecosystem of systems delivering Criminal Justice Information Services (CJIS) to all law enforcement, courts and corrections in New Mexico. DPS ITD operates a 24/7/365 IT Service Desk used by both DPS/NMSP personnel and over 12,000 other public safety personnel throughout the State of New Mexico. This includes all local, state, triable, and federal law enforcement officers, dispatchers, courts and detention centers. The Application Support Section provides tier-3 escalated application support for service requests requiring more complex support.

In collaboration with the Bureau Chief, this manager is responsible for the day-to-day operations of the Application Support Section, including the 24/7/365 operations supporting law enforcement statewide. The 5-person support team will rotate on-call management duties for nights and weekends.

How does it get done?

The Application Support Manager oversees the day-to-day operations of the DPS ITD Application Support Section. The Application Support Manager works closely with the ADSB Bureau Chief to oversee a growing staff of dedicated professionals who are dedicated to the mission of DPS. The following are the primary duties of the Application Support Manager:

• Oversee the recruitment and development of employees under the direct and indirect supervision of the Manager. Provide mentorship to these employees and unit heads under the Manager¿s charge.
• Develop metrics to ensure that the support section's operational functions are performed efficiently. Develop systems to capture, track, and report on metrics about operational and business functions in a manner that enables process improvement.
• Build strong relationships with other managers, supervisors, and key stakeholders within and outside of DPS. Leverage these relationships to learn about ITD's customers' needs and ensure that ITD's services remain aligned with these needs.
• Ensure that support personnel remain customer-centric and aligned with the mission of keeping the public and officers throughout New Mexico safe.
• Serves as the final point of escalation in production application support response/resolution to escalated requests from lower tiers for various software applications and technical assistance; escalates more complex problems to appropriate IT staff or vendors.
• Documents, tracks, and monitors the problem to facilitate timely resolution. Updates the global knowledge database for problem resolution.
• Ensure practice of department security standards.
• Take personal responsibility for the success of the support team and ITD as a whole.

Who are the customers?

DPS including NMSP and all Law Enforcement and Criminal Justice Agencies within the State of New Mexico.

Ideal Candidate

• Extensive supervisory and leadership experience.
• Thorough understanding and experience in day-to-day operations and effectively managing technical teams.
• Deep understanding and experience in the application development life cycle including ERD, project management, and data management of applications.
• Experience in relational databases such as Oracle, SQL, MS databases, and various other database types.
• Critical thinker with strong problem-solving abilities
• Significant customer service experience.
• Excellent written and verbal communication skills.

Bachelor's degree in Computer Science, Management Information Systems (MIS), Information Technology, Engineering, or similar technical degree and four (4) years of experience in systems administration. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling eight (8) years may substitute for the required education and experience.

Employment Requirements

Employment is subject to a pre-employment background investigation and fingerprinting in accordance with all terms and conditions of federal and state law, rules and regulations; and is conditional pending results. Continued employment is contingent upon remaining felony free, per Section 5.12.1.1 of the Criminal Justice Information Systems Security Policy.

In addition, the selected candidate must possess and maintain a valid driver's license and a current Defensive Driving Certificate from the State of New Mexico; or pass and receive the Defensive Driving Certificate within six (6) months of date of hire.

Working Conditions

This position is classified as essential personnel within the Department of Public Safety and requires on-site presence to maintain the security and integrity of mission-critical database systems. Remote work is not available for this position. Work is performed primarily in an office setting with exposure to Visual/Video Display Terminal (VDT) and extensive personal computer and telephone usage with extended periods of sitting. The ability to lift up to 25 lbs. Occasional travel may be required. Rotation of on-call duties for nights and weekends is required.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.